Chris Wan

Assistant General Manager @ SmarTone

About

As a dynamic marketing leader with over two decades of experience in the telecommunications sector, I specialize in the art and science of Customer Retention and Value Growth. My passion lies in translating complex data into actionable strategies that reduce churn and drive sustainable revenue.Throughout my career with industry leaders like SmarTone, HKT/CSL Mobile, and Hutchison, I have consistently championed the customer lifecycle. I don't just manage teams; I build cross-functional partnerships to launch high-impact retention and loyalty programs.Core Competencies: * Strategic Retention: Expert in reducing churn and increasing renewal rates through lifecycle management. * Revenue Optimization: Proven track record in growing ARPU via upselling and cross-selling initiatives. * Data-Driven Decision Making: Skilled in utilizing Tableau and advanced analytics to identify market gaps and customer segments. * Leadership: Orchestrating cross-functional teams to deliver operational excellence.I am currently seeking opportunities to leverage my expertise in retention management and strategic planning to drive business growth. Let's connect!

Country

City

Hong Kong SAR

Industry

Telecommunications

Skill

Teamwork, Customer Engagement, Crisis Management, Critical Thinking, Strategic Planning, Cross-functional Team Leadership, Microsoft Excel, Data Analytics, Pivot Tables, Tableau, Customer Loyalty, Customer Value Growth, Churn Management, Customer Retention, Telecommunications, Product Marketing, Customer Experience, Competitive Analysis, Strategy, Business Strategy

Experience

Assistant General Manager

SmarTone

2023-11 - 2025-9 · 1 yr 11 mos

- Spearheaded comprehensive retention strategies to achieve key business metrics, delivering tangible improvements in churn reduction and retention rates. - Architected data-driven customer value initiatives, utilizing deep analytics and frontline feedback to identify high-potential upgrade and upsell opportunities. - Provided visionary leadership to cross-functional teams, driving innovation in retention and loyalty programs to ensure long-term customer engagement

Assistant Vice President (1O1O Marketing)

HKT

2022-4 - 2023-10 · 1 yr 7 mos

- Developed and scaled acquisition campaigns and cross-brand migration offers, successfully expanding the customer base. - Revamped high-touch loyalty programs to reinforce brand loyalty for the premium segment. - Designed roaming-related offers to drive revenue recovery and increase service adoption.